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IBM Tealeaf cxView User`s Manual

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1. Click Dashboard Schedules Select the Dashboard schedule to disable Clear the Active check box Click Save A message is displayed which states the schedule was successfully saved Chapter 4 cxView dashboards 37 38 IBM Tealeaf cxView User s Manual Chapter 5 cxView dashboards components Dashboard components can be placed into one or more dashboard tabs Each dashboard tab contains the components that are defined by the creator of the dashboard Dashboard components overview Each dashboard tab contains the components that are defined by the creator of the dashboard A dashboard tab is composed on multiple dashboard components which are independent pieces of dashboards Each dashboard component panel contains a graphical or numerical display of the component s content Components can be placed into one or more tabs Each tab contains the components that are defined by the creator of the dashboard Each component has controls for editing drill down and refresh If you own the dashboard any changes to the layout are saved and are applied to other users who are sharing your dashboard Otherwise changes to the layout for a dashboard that you do not own are temporary Multiple dashboards can use the same component If you change the component in one dashboard it affects all instances of the component in other dashboards Components field definitions If you need more information about populating component fiel
2. IBM Tealeaf cxView Version 9 Release 0 2 June 18 2015 IBM Tealeaf cxView User s Manual all Note Before using this information and the product it supports read the information in Notices on page 49 This edition applies to version 9 release 0 modification 1 of IBM Tealeaf cxView and to all subsequent releases and modifications until otherwise indicated in new editions Copyright IBM Corporation 1999 2015 US Government Users Restricted Rights Use duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp Contents Chapter 1 cxView product overview cxView features and benefits cxView terminology cxView user administration i 3 IBM Tealeaf documentation and help Chapter 2 cxView business process scorecards re a Business process scorecards overview Business process scorecard terminology Scorecard toolbar k Business process scorecard field definitions Scorecard scheduling field definitions Business process scorecards management Viewing business process scorecards Creating business process scorecards Editing business process scorecards Deleting business process scorecards RD No Nm os O 0 0 Go AI 01 01 A 10 11 11 Exporting business process scorecards as a report 11 Exporting scorecards as a report on a schedule 12 Purging business process scorecard data 12 Rolling back scorecards aggregation dates 13 Business p
3. Such information may be available subject to appropriate terms and conditions including in some cases payment of a fee The licensed program described in this document and all licensed material available for it are provided by IBM under terms of the IBM Customer Agreement IBM International Program License Agreement or any equivalent agreement between us Any performance data contained herein was determined in a controlled environment Therefore the results obtained in other operating environments may vary significantly Some measurements may have been made on development level systems and there is no guarantee that these measurements will be the same on generally available systems Furthermore some measurements may have been estimated through extrapolation Actual results may vary Users of this document should verify the applicable data for their specific environment Information concerning non IBM products was obtained from the suppliers of those products their published announcements or other publicly available sources IBM has not tested those products and cannot confirm the accuracy of performance compatibility or any other claims related to non IBM products Questions on the capabilities of non IBM products should be addressed to the suppliers of those products All statements regarding IBM s future direction or intent are subject to change or withdrawal without notice and represent goals and objectives only This information c
4. Click The KPI Scorecard is displayed There are three tabs General KPIs and Permissions The General tab is displayed 4 Enter a Title for the new Scorecard 5 Select the KPIs tab 6 Select Create KPI 7 Enter the Title 8 Click lt Select an event gt and then select an event from the Event Selector 9 Select the Comparison To Previous 10 Select the Summary Calculation 11 Select the Goal 12 Review and update Grades if needed 13 Select the Permissions tab 14 Review the User Groups that have permission to view and edit this scorecard Make any changes that are needed 15 Click Save The new KPI scorecard is created Editing KPI scorecards You can edit KPI scorecards You must have permissions to edit KPI scorecards Chapter 3 cxView KPI scorecards 23 24 Procedure 1 2 oak wo In the Tealeaf Portal menu select Configure gt Scorecards In the Configuration panel click KPI Scorecards The list of available KPI scorecards is displayed Select the KPI scorecard to edit Click Edit The KPI scorecard data is displayed Update the fields in any of the tabs Click Save Deleting KPI scorecards You can delete KPI scorecards You must have permission to delete KPI scorecards Procedure il 2 In the Tealeaf Portal menu select Configure gt Scorecards In the Configuration pane click KPI Scorecards The list of available KPI scorecards is displayed Select the KPI scorecard that yo
5. date of execution that you would like to define as today in the scorecard For example you might configure a scorecard to be run Tuesday morning to delivers Monday s data to users In this case you would set the offset value to 1 e Language Select the language to use in the scorecard from the drop down e Recipients Enter a comma separated list of email addresses or aliases to whom to send the scorecard e Scorecard Click the link to select the scorecard to send Select the scorecard and click Select e Data Interval Select the scorecard with reporting period from the drop down list The period is defined relative to the date of the scorecard execution factoring the Focus Date Offset For example a scorecard that runs on Sunday evening with an offset of three days with a Date Period of Week delivers scorecard data from the previous Thursday back to the Thursday before it Compare Click this check box to include the preceding Data Interval in the report Email Format Select the format in which to send the dashboard PDF HTML or Excel readable XML Excel XML History field names and field definitions This list contains the field names and field definitions for the History tab e Created At Time stamp for when the schedule was created e Scheduled At Time stamp for next execution of the schedule e Log Level Success or failure of the scheduled report e Message Detail message on status of report exe
6. AND 1 c iiE e Web Application 2 Large Page Size Events 1 e vii AND 1 c i KPI scorecard example checkout In this example the KPI scorecard measures the performance of key pages in the following checkout process Procedure 1 Create scorecard Define per hit events to detect the following conditions a Create a simple per hit event that detects all HTTP client error 4xx status codes by looking for the following string in the Tealeaf request IBM Tealeaf cxView User s Manual nStatusCode 4 Create a simple per hit event that detects all HTTP server error 5xx status codes by looking for the following string in the Tealeaf request nStatusCode 5 Create an After Every Hit event that uses the above two events as conditions to detect all HTTP error status codes Create five After Every Hit events that detect the preceding error detecting event when it occurs on each of the five pages that are listed as Process Steps See Example Scorecards Create an After Every Hit event of all the page specific events that are defined in the previous step to detect the error detecting event when it occurs on any of the Process Step pages Create scorecard Create a KPI scorecard that uses Negative Comparison Use the event that is detecting the process s first page which can be either addtobasket jsp or getsavedbasket jsp Configure the count of this event to be the scorecard s activity indicator In the scorecard create a single a
7. Configure gt Dashboards 2 Click Dashboard Schedules 3 Click lt Create Schedule gt The General tab is displayed 4 Select the Scheduling data e Daily Weekly or Monthly e Send At e Focus Day Offset Language 5 Select the Options e lt Select a dashboard gt click this and then select a dashboard and click Select Tabs Email Format 6 Enter the email address for the Recipients e To Cec e Bee 7 Click Save A message is displayed which states the schedule was successfully saved The schedule is listed in the Dashboard Schedules panel Editing dashboard schedules You can edit dashboard schedules that you have created The dashboard schedule is used to export the dashboard into a report format and email it to some recipients Procedure 1 In the Tealeaf Portal menu select Configure gt Dashboards 2 Click Dashboard Schedules Dashboard schedules that you have created are listed in the Dashboard Schedule pane 3 Select the Dashboard Schedule to edit 4 Update fields as required 5 Click Save A message is displayed which states the schedule was successfully saved Disable dashboard schedules You can disable dashboard schedules that you have created The dashboard schedule is used to export the dashboard into a report format and email it to some recipients 36 IBM Tealeaf cxView User s Manual Procedure 1 oF oN In the Tealeaf Portal menu select Configure gt Dashboards
8. IBM Tealeaf CX Cookie Injector Manual IBM Tealeaf CX Databases Guide IBM Tealeaf CX Event Manager Manual IBM Tealeaf CX Glossary IBM Tealeaf CX Installation Manual IBM Tealeaf CX PCA Manual IBM Tealeaf CX PCA Release Notes IBM Tealeaf CX IBM Tealeaf CX RealiTea Viewer Client Side Capture Manual IBM Tealeaf CX RealiTea Viewer User Manual IBM Tealeaf CX Release Notes IBM Tealeaf CX Release Upgrade Manual IBM Tealeaf CX Support Troubleshooting FAQ IBM Tealeaf CX Troubleshooting Guide IBM Tealeaf CX UI Capture j2 Guide IBM Tealeaf CX UI Capture j2 Release Notes IBM Tealeaf cxImpact IBM Tealeaf cxImpact Administration Manual IBM Tealeaf cxImpact User Manual IBM Tealeaf cxImpact Reporting Guide Chapter 1 cxView product overview 3 4 Table 2 Available documentation for IBM Tealeaf products continued IBM Tealeaf products Available documents IBM Tealeaf cxConnect IBM Tealeaf cxConnect for Data Analysis Administration Manual IBM Tealeaf cxConnect for Voice of Customer Administration Manual IBM Tealeaf cxConnect for Web Analytics Administration Manual IBM Tealeaf cxOverstat IBM Tealeaf cxOverstat User Manual IBM Tealeaf cxReveal IBM Tealeaf cxReveal Administration Manual IBM Tealeaf cxReveal API Guide IBM Tealeaf cxReveal User Manual IBM Tealeaf cxVerify IBM Tealeaf cx View IBM Tealeaf cxVerify Installation G
9. access to the scorecard feature in the Portal From the list of available dashboards you can select the dashboard to edit or create a new one Available dashboards are listed in the Dashboards tab e Plain text Owned by the current user e Bold text Default dashboard What are the dashboard options You have several options to choose from to display your dashboard The following dashboard options are available e Change Focus Date To change the date for which the dashboard displays data move the mouse over Change Focus Date The calendar is displayed Use the calendar controls to select the date whose data you want to display in the dashboard e Launch in Remote Window To display your dashboard in a second browser window click Launch in Remote Window This option is useful if you want to monitor activities in your browser while you complete other tasks in the Portal Export Email Dashboard Export or email the current dashboard e Switch Dashboard To select a different dashboard click Switch Dashboard In the Dashboard Selector select the new dashboard to display To access dashboard options click Options in the upper right corner Copyright IBM Corp 1999 2015 31 32 Dashboards provided by Tealeaf Tealeaf provides the several default dashboards Table 8 Dashboards Provided by Tealeaf Dashboard Tealeaf Product Description Name Tealeaf IBM Tealeaf cx View Dashboard contains sta
10. can be given a user friendly alias for display purposes used instead of the actual event name Scorecard scheduling field definitions If you need more information about populating fields while scheduling scorecards you can find them here General field names and field definitions This list contains the field names and field definitions for the General tab Active Click the check box to enable the scorecard schedule Description This description is displayed in the Portal Schedule Schedule the scorecard by type Daily Select the days of the week when you want to run a scorecard IBM Tealeaf cxView User s Manual Weekly Select the single day of the week when you want to run a scorecard Monthly From the drop down select the day of the month when you want to run a scorecard e Send At Select the time when you want to run and deliver a scorecard Time is based on the Tealeaf system time zone e Period Select the time period This selection defines the period to use for the aggregated data which forces the calendar to select ranges of the appropriate size The scorecard is updated to display report data for the relevant period Choose from Day Week For reporting purposes the beginning of the week is defined as Sunday Month Quarter The beginning of each quarter is January April July and October e Focus Day Offset Optionally you can configure the number of days before the
11. for this example Procedure 1 The beginning of the order placement process is defined as the moment when the visitors first add an item to their shopping basket It also includes retrieval of a previously saved shopping basket 2 The next major step of the process is when the visitor begins the order submission sequence by clicking Checkout 3 On the next page the visitor provides shipping and payment information 4 Following that is the final order inspection submission page e If the visitor clicks Submit Order here the order confirmation page is presented e If the Cancel Order button is clicked instead the order cancellation page is presented 5 Finally if the Continue Shopping button is clicked the visitor is returned to the site s home page and can continue to shop for more items Results If order confirmation page or order cancellation page is displayed after order inspection submission page then it marks the end of this business process Note Order cancellation page or any other failure to reach the order confirmation page after you begin the ordering process represents abandonment of this business process Business process example processing web pages The ordering business process in our example website consists of the following sequence of pages They pages are listed in the example Procedure 1 Beginning of the business process either of the a Add item to shopping basket addtobasket jsp This step can
12. jsp OR confirm jsp e NOT ordercompleted jsp e NOT the failure step event next step Chapter 2 cxView business process scorecards 15 16 Failure Step Create an event with an End of Session trigger that evaluates all of the following things e shipping jsp AND confirm jsp NOT ordercompleted jsp Business process example new user registration The following process scorecard definition can be used as a template for measuring the process for registering a new user You can defined the new user registration business process in three simple steps e registernewuser jsp e registrationcompleted jsp If the registration is successful a message is included in the response Thank you for registering Define the events that are listed and assign them to the sections of the scorecard definition as shown Process Steps The sequence of steps in the process is defined by events that detect the following URLs e registernewuser jsp e registrationcompleted jsp Abandonment Step Create an event with an End of Session trigger that evaluates all of the following things e registernewuser jsp e NOT response contains the phrase Thank you for registering Business process example insurance policy purchase The following business process scorecard definition monitors a simple transaction to purchase an insurance policy You can define the following events and assign them to the sections of the scorecard definition as sho
13. new KPI scorecards e Edit existing KPI scorecards e Delete existing KPI scorecards e Export existing KPI scorecards as a report e Export existing KPI scorecards as a report on a schedule e Purge KPI scorecard data You must have permission to perform any tasks associated with KPI scorecards KPI scorecard terminology These terms pertain to key performance indicator KPI scorecards Term Definition Activity Indicator An indicator of the general activity or traffic on a web application regardless of success failure or availability It can be the total number of web application sessions hits or the count of a particular Canister event It is used as the denominator in KPI percentage rating calculations Availability Indicator An event that indicates either that the system is available or unavailable The count of HTTP responses whose HTTP status code is 200 success indicates availability while HTTP 500 internal server error is an indicator of non availability Grades When the ratio for the scorecard falls within a configured range it is assigned a grade A F Permissions User access permissions for the scorecard Copyright IBM Corp 1999 2015 17 Scorecard toolbar The scorecard toolbar has many icons that you should become familiar with E S eros p Figure 2 Scorecard toolbar Table 4 Scorecard toolbar Icon Command Description Date Selector Select a current focus date range and op
14. occur multiple times with visits to other pages in the site For example product search or browsing pages other products detail pages interspersed b Retrieve previously saved shopping basket getsavedbasket jsp 2 Checkout page checkout jsp 3 Shipping and payment information entry page shipping jsp 4 Order inspection and submission page confirm jsp 5 End of this business process through either of the following pages e Order confirmation page ordercompleted jsp e Order canceled page ordercanceled jsp Results Presentation of the order canceled page or any other failure to reach the order confirmation page represents abandonment of this business process e Saving a basket through savebasket jsp or continuing to shop for more items after the order inspection submission page is presented does not constitute an abandonment These events are postponement of completion of the ordering process IBM Tealeaf cxView User s Manual e Special handling is required for orders that are saved during a session but never submitted during that session It can be necessary to define two slightly different business processes account for saving a shopping basket Tealeaf users can decide whether they are interested in just the workflow of submitting an order or it is friendly and usable regardless of beginning of the order Business process example checkout process scorecard You can define per hit events to detect th
15. reports based on a schedule These scorecard reports are delivered to specific email addresses as Excel PDF or HTML based on the schedule Procedure 1 In the Tealeaf Portal menu select Configure gt Scorecards 2 Click Scorecard Schedules 3 Click lt Create Schedule gt The General tab is displayed 4 Select the Scheduling data e Daily Weekly or Monthly e Send At e Focus Day Offset Language 5 Select the Options e lt Select a scorecard gt click this and then select a scorecard from the list displayed and click Select This can be a KPI scorecard or a Business Process scorecard Tabs Email Format 6 Enter the email address for the Recipients e To Ce e Bee 7 Click Save A message is displayed which states the schedule was successfully saved The schedule is listed in the Scorecard Schedules pane Purging business process scorecard data If needed you can purge data for individual business process scorecards About this task Purging scorecard data permanently deletes data specific to the selected scorecard Scorecard data is stored separately from base IBM Tealeaf cxImpact data which is unaffected by this operation If a fact is used by multiple scorecards its count data is not purged If the fact is used only for the selected scorecard all data that is associated with it is removed You can repopulate the scorecard by purging the scorecard data Set the Aggregation Date to an earlier date a
16. to select the t1t file to import Then click Open 6 To upload the template click OK The Import Objects dialog is displayed To import the uploaded template click Import If the import is successful the following message is displayed The import was successful Click Close If events are imported with your report template it can take a few minutes before they are available in the event manager Copyright IBM Corp 1999 2015 43 Importing scorecard report templates You can import report templates for scorecards Before you can import a scorecard report template you must have create one Procedure 1 Select Configure gt Scorecards in the Portal menu 2 Click the Report Templates category 3 Click Import Template 4 Click Browse 5 Go to your local environment to select the t1t file to import Then click Open 6 To upload the template click OK The Import Objects dialog is displayed 7 To import the uploaded template click Import If the import is successful the following message is displayed The import was successful 8 Click Close If events are imported with your report template it can take a few minutes before they are available in the event manager Exporting scorecard report templates You can export report templates for scorecards dashboards or a report builder report Procedure OP RG Ne r Select Configure gt Scorecards in the Portal menu Click Report Templates cate
17. 45 47 47 47 49 50 si iii iv IBM Tealeaf cxView User s Manual Chapter 1 cxView product overview IBM Tealeaf cxView enhances the IBM Tealeaf cxImpact portal with scorecards and dashboards These features serve as entry points for drill down into session and visitor data for further analysis Scorecards and dashboards can be configured through the Tealeaf Portal cxView enables you to proactively manage your online channel by providing an early warning system into customer struggle and the ability to understand why customers complete or abandon online processes By providing real time awareness into critical customer experience metrics struggle scores and Key Performance Indicator KPIs as well as the ability to drill down from these metrics to understand the causes of business process abandonment Tealeaf cxView gives you actionable dashboards designed to expose the cost of customer struggle to your business This insight can help you to optimize your site and increase customer success rates IBM Tealeaf cxView is a separately licensable component of the IBM Tealeaf CX system cxView features and benefits IBM Tealeaf cxView provides many features and benefits IBM Tealeaf cxViewfeature highlights include e Real time Top Movers reports track thousands of site and customer behaviors to automatically surface highest impact struggle sources and other abnormalities e Business process and KPI scorecards a
18. General tab Review and update the fields as required Select the Tabs tab Review and update the fields as required Select the Permissions tab Review and update as required O ONO ON Click Save The configured dashboard is now displayed in the Dashboards screen Deleting dashboards You can delete dashboards You can only delete a dashboard if you are the owner About this task Any components that are used by the dashboard are retained and must be deleted separately Procedure 1 In the Tealeaf Portal menu select Configure gt Dashboards 2 Select Dashboards 3 Click the Delete Dashboard icon 4 Confirm that you want to delete the dashboard Click OK The dashboard is deleted Exporting dashboards as a report After you create dashboards you can create reports based on a schedule These dashboard reports are delivered to specific email addresses as PDF or HTML based on the schedule About this task General information about dashboard schedules e You cannot email snapshots of inactive dashboards Chapter 4 cxView dashboards 35 e To email report snapshots you must configure an email address in your user account Do not create snapshot schedules from a Tealeaf administration account e Non administrator users can configure report schedules for reports that they own or are shared to them The Tealeaf admin can see and configure all schedules Procedure 1 In the Tealeaf Portal menu select
19. I scorecard example multiple applications Define the following KPI groups Web Application 1 Web Application 1 40x Errors Web Application 1 500 Errors Web Application 1 Long Page Time Web Application 1 Large Page Size Web Application 2 Large Page Size IBM Tealeaf cxView User s Manual Chapter 4 cxView dashboards A dashboard can be used to monitor fundamentals of the Tealeaf system or track high level reports on overall website performance Through dashboards you can customize your suite of Portal reports to meet your enterprise or personal requirements A dashboard displays data from a single day Each dashboard is composed of one or more reporting components which can be reports charts or tables You can e Configure the dashboard to display data from a different date in the Dashboard Options window e Select dashboards from the Dashboards menu in the portal which contains your default dashboard and the five used most recently dashboards e Create more dashboards to meet various reporting and user group needs Easily customized dashboards for specific roles and responsibilities to show only the most relevant reports and metrics The Tealeaf system provides several pre configured dashboards You must have access and permissions to view the dashboard menu or any specific dashboard with all its components For example if the dashboard contains scorecards you must have permissions to view each scorecard and
20. RESS OR IMPLIED INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF NON INFRINGEMENT MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE Some states do not allow disclaimer of express or implied warranties in certain transactions therefore this statement may not apply to you This information could include technical inaccuracies or typographical errors Changes are periodically made to the information herein these changes will be incorporated in new editions of the publication IBM may make improvements and or changes in the product s and or the program s described in this publication at any time without notice Any references in this information to non IBM Web sites are provided for convenience only and do not in any manner serve as an endorsement of those Web sites The materials at those Web sites are not part of the materials for this IBM product and use of those Web sites is at your own risk IBM may use or distribute any of the information you supply in any way it believes appropriate without incurring any obligation to you Licensees of this program who wish to have information about it for the purpose of enabling i the exchange of information between independently created programs and other programs including this one and ii the mutual use of the information which has been exchanged should contact Copyright IBM Corp 1999 2015 49 IBM Bay Area Lab 1001 E Hillsdale Boulevard Foster City California 94404 U S A
21. Status Status of the dashboard Session Distribution Report Session distribution between single and multi hit sessions Single Page Sessions Report Percentages of single hit sessions and stand alone hits Hit Distribution Report Distribution of hits across servers in the environment Top Active Events Report Counts of the top active events Chapter 4 cxView dashboards 33 History field names and field definitions This list contains the field names and field definitions for the History tab e Created At Time stamp for when the schedule was created e Scheduled At Time stamp for when the schedule s next execution e Log Level Success or failure of the scheduled report e Message Detail message on status of report execution Setting the default dashboard From the dashboards available to you you can select the dashboard to display as your personal default in the Dashboard menu Procedure i 2 3 4 In the Tealeaf Portal menu select Configure gt Dashboards Select Set Default Dashboard In the Dashboards drop down select the dashboard that you like to display at the top of the Dashboards menu Click OK When you next log in this dashboard is displayed at the top of the dashboards menu Creating dashboards 34 You can create dashboards which can contain one or more components About this task Before you begin creating a new dashboard you should have already decided how to organ
22. Tealeaf cxView User s Manual Table 5 Weighted KPI Calculations Summary Value Formula Grade Rating Calculation Type Total 38 Sum of Count of 76 00 Event Weighted Unweighted for all event types Average 7 6 Value of Total 15 20 Including 0 Events 5 Average 9 5 Value of Total 4 19 00 Excluding 0 Excludes Event5 What is an unweighted KPI calculations In the following table each row represents the KPI calculation for each type of Summary Calculation for the unweighted values In the preceding table the count for Event5 is set to 0 which factors into the average calculations Grade Rating is computed by the following formula Grades are assigned by comparing this Grade Rating to the Grade buckets Value Base Activity Table 6 Unweighted KPI Calculations Summary Value Formula Grade Rating Calculation Type Total 28 Count of Event1 56 00 Count of Event2 Count of Event3 Count of Event4 Count of Event5 Average 5 6 Value of Total 11 20 Including Events 5 0 Average 7 Value of Total 4 14 00 Excluding Excludes Event5 0 Example Event counts and weighting in KPI scorecards In the following table you can see how event counts and weights are related For our example of five events you can see the Event Counts for each event for the time period If no weights are assigned for the selected events the
23. This property defines how the KPI events are summarized when you view KPI details Total The sum of the event percentages is displayed Average including zero values The average of the event percentages are displayed including counts of 0 Average excluding zero values The average of the event percentages are displayed omitting counts of 0 Goal The visible goal for the KPI has no effect on the rating and is used to compare against the actual rating on the scorecard report Grades KPI grades are used to mark the overall completion rate of a process The percentages are used to compare against the rating for the KPI If increases are preferable for the KPI the grades range from 100 to 0 if negative they range from 0 to 100 The grades that themselves are displayed on the scorecard report Rating Numerical ratio which is underlying the letter grade KPI indicator count divided by activity indicator count Change If there is a comparison period that is shown the change between the comparison period and the focus period is shown A green upward pointing or red downward pointing arrow is displayed corresponding to positive or negative change The numerical difference between the rating of the focus period and that of the comparison period is also displayed Events Configured events are listed here Event Count The absolute count of occurrences of the indicator event Activity The per
24. a Noo ON Confirm the deletion The data is purged Viewing scorecards aggregation dates You can review the dates when scorecard data was last retrieved from the database and aggregated for use by individual scorecards Chapter 3 cxView KPI scorecards 25 Procedure 1 To begin select Configure gt Scorecards from the Tealeaf Portal menu The Scorecard Configuration page is displayed Click the Data Management link Click Aggregation Dates The dates of the most recent scorecard aggregation runs are displayed in the right panel Rolling back scorecards aggregation dates If scorecard definition changes must be applied retroactively you can use the rollback feature to apply the changes About this task Suppose that you change your scorecard definition and must populate the changed scorecard data retroactively If the latest Aggregation Date for a specific interval is rolled back then scorecard data is reaggregated from the date forward across all intervals Depending on the number of scorecards in your Tealeaf solution rolling back the scorecard aggregation date can be expensive in terms of processing resources Tealeaf recommends performing this rollback at an off peak time Rolling back the scorecard date also performs reaggregations for any full weekly or monthly intervals that occur between the previous aggregation date and the new one For example if you set the scorecard date back 32 days 32 daily aggreg
25. able response multiple applications Chapter 4 cxView dashboards What are the dashboard options Dashboards provided by Tealeaf Dashboard report data Dashboard schedule field definitions Dashboard field definitions Setting the default dashboard Creating dashboards Editing dashboards Deleting dashboards Exporting dashboards as a report Editing dashboard schedules Disable dashboard schedules Chapter 5 cxView dashboards components Dashboard components overview Components field definitions Dashboard component templates Accessing dashboard component templates Adding components to a dashboard Editing components in a dashboard Removing components from a dashboard Chapter 6 cxView reports templates Report templates Overview Importing dashboard report templates Importing scorecard report templates Exporting scorecard report templates Exporting dashboard report templates Chapter 7 cxView top movers Siapan Top movers report overview Creating top movers reports Analyzing top movers reports Chapter 8 cxView administrative tasks Migrating reports scorecards and dashboards Forcing scorecard recalculation Notices Trademarks Privacy Policy Considerations 26 27 28 29 29 29 30 30 31 31 32 2 32 33 34 34 lt 35 35 sae 36 36 39 39 39 40 40 40 41 41 43 43 43 44 44 44 45 45 45
26. ations 4 weekly aggregations and one monthly aggregation are performed Before you roll back the scorecard date you must verify that the Scorecard tables contain data for all intervals that are reaggregated For example if your Scorecard tables contain only six days of data Now setting the scorecard date back 32 days results in all weekly and monthly aggregations to be based on empty data After the scorecard date is reset when the scorecard data for that interval is next processed Tealeaf effectively recalculates the scorecard data from that date forward After a scorecard definition is changed by adding or removing events previously calculated data becomes invalid Procedure i Select Configure gt Scorecards from the Tealeaf Portal menu The Scorecard Configuration page is displayed Click the Data Management link Click Aggregation Dates The dates of the most recent scorecard aggregation runs are displayed in the right panel Set the new Date Click Save KPI examples 26 To better understand KPI review the examples that are provided IBM Tealeaf cxView User s Manual KPI scorecard events used retail shopping site For the following examples the list of events that are used in the scorecard definition is as follows The following events are based on Tealeaf request variables HTTP Status Code e HTTP 400 Bad Request e HTTP 401 Unauthorized e HTTP 402 Payment Required HTTP 403 Forbidde
27. centage of the count of the Base Activity event for the KPI View Alias To toggle the display of aliases in the scorecard configuration page check this box Scorecard scheduling field definitions If you need more information about populating fields while scheduling scorecards you can find them here General field names and field definitions This list contains the field names and field definitions for the General tab Active Click the check box to enable the scorecard schedule Description This description is displayed in the Portal Schedule Schedule the scorecard by type Daily Select the days of the week when you want to run a scorecard Weekly Select the single day of the week when you want to run a scorecard Monthly From the drop down select the day of the month when you want to run a scorecard Send At Select the time when you want to run and deliver a scorecard Time is based on the Tealeaf system time zone Chapter 3 cxView KPI scorecards 21 Period Select the time period This selection defines the period to use for the aggregated data which forces the calendar to select ranges of the appropriate size The scorecard is updated to display report data for the relevant period Choose from Day Week For reporting purposes the beginning of the week is defined as Sunday Month Quarter The beginning of each quarter is January April July and October Focus Day Offset Op
28. culate the Abandonment grade If it is not defined the total of the individual Abandonment events is used instead e Abandonment means that the visitor stopped work on completing the process to either explore elsewhere on your website or to go to another website e If wanted you can configure the scorecard to automatically calculate abandonment rates for you in the General tab Overall Failure Event Each business process can have one event that signifies that the visitor failed to complete the process If defined the overall Failure event is used to calculate the Failure grade If it is not defined the total of the individual Failure events is used instead Failure means that the visitor tried to complete the process but failed because of a workflow or technical issue IBM Tealeaf cxView User s Manual Positive Comparison For the purposes of rating and grading positive comparison means that higher numerical percentage values for specific quantity result in a higher scorecard letter grade Process Steps The sequence of steps that is defining the required flow through a business process For example the process of placing an order for products includes steps to specify the kinds and quantities of products to order It also includes customer s identification and shipping address and payment method information Process Grades Process grades are used to mark the overall rate of successful completion of a process You can assign letter
29. cution Business process scorecards management You can view create edit and delete business process scorecards You can e View scorecards e Create new scorecards Edit existing scorecards e Delete existing scorecards Chapter 2 cxView business process scorecards 9 10 e Export existing scorecards as a report e Export existing scorecards as a report on a schedule e Purge existing scorecard data You must have permission to perform any tasks associated with scorecards Viewing business process scorecards You can view business process scorecards You can view all scorecards that you create or that are shared to you If you can not find a shared scorecard contact your administrator or the creator of the scorecard Procedure i FPO N Creating In the Tealeaf Portal menu select Analyze gt Scorecards Expand Scorecards Select the Business Process scorecard to view Click Select The Business Process scorecard is displayed Optional If you want to view scorecard data across multiple dates e Update the Start Date e Update the End Date e Click Apply Optional If you want to compare scorecard data e Update the Start Date e Update the End Date e Select the Compare to Date Range check box e Enter the dates to compare e Click Apply Optional If you want to change the Period select either Day Week Month or Quarter business process scorecards You can create new Business Process scorecar
30. ds Procedure 1 2 a T In the Tealeaf Portal menu select Configure gt Scorecards In the Configuration pane click Process Scorecards The list of available Business Process scorecards is displayed Click the icon The Process Scorecard is displayed There are four tabs displayed General Events Grades and Permissions Enter a Title for the new Business Process Scorecard Select the Events tab Configure the process steps Select the process steps and events and complete the steps for the event Process Steps You must configure at least two process steps e Overall Abandonment Event Step Abandonment Events Overall Failure Event Failure Events Select the Grades tab IBM Tealeaf cxView User s Manual 9 10 11 Select Completion Abandonment and Failure and review the grades for each event Select the Permissions tab Review the User Groups that have permission to view and edit this scorecard Make any changes that are needed Click Save The new Business Process scorecard is created Editing business process scorecards You can edit Business process scorecards You must have permission to edit Procedure 1 In the Tealeaf Portal menu select Configure gt Scorecards 2 In the Configuration pane click Process Scorecards The list of available Business Process scorecards is displayed 3 Select the business process score that you want to edit 4 Click Edit The Business P
31. ds you can find them here Components field names and field definitions This list contains the field names and field definitions for the Components e Component Category Select from available components or assemble from component templates Individual components are configured instances of component templates You can create new components from templates e Component Type Select your component from one of the listed types e Component The individual components for the type e Visible On The dashboard tabs on which the component is visible Components properties in the Data tab This list contains the Components properties e Component ID Internal read only identifier for the component e Type Component Type to which the component belongs e Title The component title which is displayed on the dashboard e Size The size of the component in Portal space units The small grid to the right of the size inputs indicates the area that is occupied by the component on the page Dashboard components can be sized both horizontally and vertically Copyright IBM Corp 1999 2015 39 with a minimum value of 1 and a maximum value of 4 in both directions A dashboard tab can have an unlimited number of rows e Color The color of the component title bar e Updates The update interval for the component The component that you add to the dashboard references data from completed sessions only So configuring an update interva
32. e URLs listed and assign them to the sections of the scorecard You can create events by using the pre configured pattern to match the URL setting the condition of each event to be one of following file names listed If you need more information on configuring events see the IBM Tealeaf CX Event Manager Manual Process Steps The sequence of steps in the process is defined by events that detect the following URLs occurring in this order e addtobasket jsp OR getsavedbasket jsp e checkout jsp e shipping jsp e confirm jsp e ordercompleted jsp Abandonment Step ordercanceled jsp Failure Step Define the failure step to be a compound event by using as conditions the output of all error events that can apply to the process pages These conditions must be configured to a logical OR evaluation Business process example checkout process scorecard with advanced abandonment This business process example creates a more sophisticated measure of abandonment You can define the following events that are listed and assign them to the sections of the scorecard definition Process Steps The sequence of steps in the process is defined by events that detect the following URLs and evaluation to true if they are present e checkout jsp e shipping jsp e confirm jsp e ordercompleted jsp Abandonment Step Create an event with an End of Session trigger that evaluates all of the following things e checkout jsp OR shipping
33. e dashboard and click Select Tab Optionally you can configure the schedule to deliver the contents of a single tab in the dashboard To deliver all tabs in the scheduled dashboard select lt All Tabs gt Email Format Select the format in which to send the dashboard PDF HTML or both Dashboard field definitions If you need more information about populating fields while managing Dashboards you can find them here General field names and field definitions This list contains the field names and field definitions for the General tab ID An internal identifier for the dashboard Title The user readable name for the dashboard This name is displayed in the Dashboard screen and the portal menu Default Tab When the dashboard is loaded the specified tab is selected by default Active If inactive the dashboard is not displayed in the dashboards menu and cannot be emailed Data Tabs field names and field definitions This list contains the field names and field definitions for the Data Tabs tab Active Status add charts and tables from the Active Status report Canister Status provides updated information about the Tealeaf Canisters in your environment DecoupleEx Status Report indicates the operational status of the Tealeaf Transport Service and the Short Term Canister Storage Status These components provide status information about long term storage for the Canisters of the environment Database
34. edit components in a dashboard Procedure 1 3 4 5 Select Available Components The available types of components are displayed in the Component Type panel In the Component Type panel select the component type and the component to edit If the component is in use in the Visible On panel you can see the dashboards and tabs where it is displayed Above the Visible On panel click the Edit icon Edit fields as required Click Save Removing components from a dashboard You can remove components from a dashboard About this task Dashboard names are displayed as folders Clicking a dashboard name reveals the individual tabs of that dashboard where the component is displayed Procedure 1 Select the component to remove in the Visible On panel 2 Click the sign The Visible On panel is updated and the component has been removed Chapter 5 cxView dashboards components 41 42 IBM Tealeaf cxView User s Manual Chapter 6 cxView reports templates Reports templates can be created based on current dashboards and scorecards Report templates overview Report templates are report definitions that can be passed between Tealeaf environments A report template includes the base container for the template specified components and the required events to populate the dashboard with data Through the Portal you can import and export the report templates for scorecards dashboards and Report Builder report
35. enu select Tealeaf gt Portal Management 2 Click IBM Tealeaf CX Settings 3 Click the Data Retention link 4 Review the value for Reporting Data daily Days Retain Copyright IBM Corp 1999 2015 47 48 oO ON OD 11 This setting determines the maximum amount of reporting data that is retained in the database Typically this value is set to 365 If Tealeaf system was installed after the date indicated by this setting you must calculate elapsed days since the first installation Use the smaller of the Reporting Data daily Days Retain value or the elapsed number of days since installation Using Excel you can calculate the following date Today This date is used in the following steps to configure the date from which the next scorecard recalculation begins In the portal menu select Configure gt Scorecards In the left panel click the Data Management entry Click the Aggregation Dates link For the Last Interval for Scorecards SID 5 Day entry click the edit icon Click the Date field From the Calendar tool select the previously calculated date Click Save If the Data Collector s next run is at the top of the subsequent hour all scorecards in the system are recalculated from the specified date to the current hour IBM Tealeaf cxView User s Manual Notices This information was developed for products and services offered in the U S A IBM may not offer the products services o
36. ering for a new user account at an online banking site Comparison Period The time period that provides the baseline scorecard to which the focus period s scorecard is compared If the comparison feature is enabled the scorecard for the focus period is compared to the scorecard generated from data for the comparison period Failure Events You can define one or more Failure events which you can use to track failures at individual steps in the process These failures might be status code errors or error messages that are presented to the visitor through the application To avoid double counting no step should occur more than once in the process Failure Step An event or set of events that represent the failure of a business process For example the appearance of an HTTP 500 internal server error page signifies failure of a business process Focus Period The time period that is the principal focus of the scorecard currently being viewed Negative Comparison For the purposes of rating and grading negative comparison means that lower numerical percentage values are for specific quantity result in a higher scorecard letter grade This comparison is useful when the rated indicator is undesirable such as the frequency of occurrence of an HTTP error status code Overall Abandonment Event Each business process can have one event that signifies that the visitor abandoned the process If defined the overall Abandonment event is used to cal
37. etail message on status of report execution KPI scorecards management 22 You can view create edit and delete KPI scorecards You can View KPI scorecards Create new KPI scorecards Edit existing KPI scorecards Delete existing KPI scorecards Export existing KPI scorecards as a report Export existing KPI scorecards as a report on a schedule Purge existing KPI scorecard data You must have permission to perform any tasks associated with KPI scorecards IBM Tealeaf cxView User s Manual Viewing KPI scorecards You can view KPI scorecards Procedure oo FON In the Tealeaf Portal menu select Analyze gt Scorecards Click the Open icon The Scorecard Selector is displayed Expand KPI Scorecards Select the KPI scorecard to view Click Select The scorecard is displayed Optional If you want to view scorecard data across multiple dates e Update the Start Date e Update the End Date e Click Apply 7 Optional If you want to compare scorecard data e Update the Start Date e Update the End Date e Select the Compare to Date Range check box e Enter the dates to compare e Click Apply 8 Optional If you want to change the Period select either Day Week Month or Quarter Creating KPI scorecards You can create new KPI scorecards Procedure 1 In the Tealeaf Portal menu select Configure gt Scorecards 2 In the Configuration pane click KPI Scorecards The list of available KPI scorecards is displayed 3
38. fter you purge the data This action forces the reaggregation of all scorecard data that begins with that date If you do not repopulate the scorecard data is accumulated in the scorecard from the time when its data was purged onward Procedure 1 In the Tealeaf Portal menu select Analyze gt Scorecards 2 Select Data Management 3 Click Purge Data 12 IBM Tealeaf cxView User s Manual N o oe Click lt Select a Scorecard gt Select the business process scorecard and click Select To permanently delete the data for the selected scorecard click Purge Data Confirm the deletion The data is purged Rolling back scorecards aggregation dates If scorecard definition changes must be applied retroactively you can use the rollback feature to apply the changes About this task Suppose that you change your scorecard definition and must populate the changed scorecard data retroactively If the latest Aggregation Date for a specific interval is rolled back then scorecard data is reaggregated from the date forward across all intervals Depending on the number of scorecards in your Tealeaf solution rolling back the scorecard aggregation date can be expensive in terms of processing resources Tealeaf recommends performing this rollback at an off peak time Rolling back the scorecard date also performs reaggregations for any full weekly or monthly intervals that occur between the previous aggregation date and the new one For exam
39. gory Select a scorecard to export as a template Click Select Click Export Template Click Save The report template is saved to your local system Scorecard report templates are exported in tlt format which is a proprietary format of Tealeaf Exporting dashboard report templates 44 You can export report templates for dashboards Procedure 9x gi oN 8 Select Configure gt Dashboards in the Portal menu Click Report Templates category Select a dashboard to export as a template Click Select Click Export Template Click Save The report template is saved to your local system IBM Tealeaf cxView User s Manual Chapter 7 cxView top movers report The Top Movers reports provides tracking and reporting on deviations of values that are monitored by IBM TealeafcxView In IBM TealeafcxView cxImpact Top Movers can be created and reported for event data on a daily basis When an event is created you can optionally create a top mover to track the changes in values for the event The top mover enables easier monitoring of changes in key site metrics Top movers report overview The Top Movers report has the following features e Hourly Top Movers Licensees of IBM Tealeaf cxView can create top movers that monitor deviations on an hourly basis Hourly top movers enable the tracking of changes in key metrics within the day It detects and responds to changes in visitor behavior and site performance that occur w
40. grades that are based on the percentage of sessions It can be completed abandoned or failed in comparison to the total number of sessions that began the process Step Abandonment Events You can define one or more Step Abandonment events which you can use to track abandonment at individual steps in the process To avoid double counting no step must occur more than one time in the process If wanted you can configure the scorecard to automatically calculate abandonment rates Scorecard toolbar The scorecard toolbar has many icons that you should become familiar with SS DS reves E Figure 1 Scorecard toolbar Table 3 Scorecard toolbar Icon Command Description Date Selector Select a current focus date range and optionally a comparison date range for the scorecard 04 05 2010 v Open Open a selected scorecard Schedule Snapshot Schedule a snapshot of the scorecard for delivery to selected recipients through email Export Report Export the currently configured scorecard to Excel or PDF Add to Dashboard Add the current scorecard to a selected dashboard tab BE ii Chapter 2 cxView business process scorecards 7 8 Table 3 Scorecard toolbar continued Icon Command Description Period Day M Period Select the period for the scorecard which determines what data period to use for the aggregated data counts in daily weekly monthly or quarterly pe
41. in panel click Component Templates In the Component Type panel in the middle select the type of component Oo RON In the Component panel on the right select the component template to use as the basis for building your own component 7 To create a component from the selected template click the icon Adding components to a dashboard 40 You can add components to a dashboard About this task Dashboard names are displayed as folders Clicking a dashboard name reveals the individual tabs of that dashboard where the component is displayed IBM Tealeaf cxView User s Manual Procedure i ao BR ON Select Available Components In the Component Type panel select the type of component to add Select the component in the Component panel Above the Visible On panel click the sign In the dialog click the dashboard name to which you want to add the component The current tabs on the selected dashboard are displayed beneath the dashboard name e To view the dashboard tab names without the dashboard headings click the Individually check box e To filter the view select the Filter check box and enter a filter string with which to filter the display Wildcards are accepted The display is updated to show only those items whose name contains the filter string Click the name of the tab to which you want to add the component Click Select The Visible On panel is updated Editing components in a dashboard You can
42. indicating the shopping cart page of your web application Login field in urlfield section of Tealeaf request e Non blank login field e Login field not present Useful events based on response text e Error uncompressing page e Global Error Page e Credit Card Declined e Credit Card Number Invalid e Credit Card Zip Code Mismatch Compound Events e Came to Billing page from shopping cart Events 1 e ii AND 1 f ii e Came to Billing page sign in through login Events 1 e ii AND 1 g i e Came to Billing page through anonymous sign in Events 1 e ii AND 1 f i AND 1 g ii e Checkout count OR of all Events in 1e e Page Generation Time gt 5s in Checkout Events 1 c iiA AND 3d e Page Generation Time gt 10s in Checkout Events 1 c iiB AND 3d e Page Generation Time gt 15s in Checkout Events 1 c iiC AND 3d e Page Generation Time gt 20s in Checkout Events 1 c iiD AND 3d e 0 sized response in Checkout Events 1d AND 3d e Global Error Page in Checkout Events 2b AND 3d HTTP 40x 403 OR 404 Errors Events 1 a iv OR 1 a v e Web Application 1 40x Errors Events 1 e vi AND 3k e Web Application 1 500 Errors Events 1 e vi AND 1 a vii e Web Application 1 Long Page Time Events 1 e vi AND 1 c iiE e Web Application 1 Large Page Size Events 1 e vi AND 1 c i e Web Application 2 40x Errors Events 1 e vii AND 3k e Web Application 2 500 Errors Events 1 e vii AND 1 a vii e Web Application 2 Long Page Time Events 1 e vii
43. is to bundle up sets of events which are migrated with the report 2 Export all Report Builder report templates that you want to migrate or that contain events you want to migrate 3 Import them into the destination system 4 Verify that the events and related event objects are properly imported 5 In the source system you can choose to export scorecards and dashboards Follow the Export Template Steps Note Tealeaf recommends re creating scorecards and dashboards in the destination system However in some cases it can be problematic to do so Issues can occur during the import of these items which do not affect the events that are already imported through Report Builder reports 6 Import them into the destination system Forcing scorecard recalculation You can also apply previously calculated data to redefined scorecards You must have administrator permissions to perform this task About this task For example if you switch a scorecard definition to use a new event you can force a recalculation of all scorecards by using the available historical data The number of days that you extend the scorecard calculation range in the past is directly correlated to how long the recalculation takes Depending on the length of time and number of scorecards in the system this recalculation can impact system performance If possible you should conduct lengthy recalculations during off peak periods Procedure 1 From the portal m
44. ithin a single day e Dimension Top Movers IBM Tealeaf cxView customers can optionally create top movers to track changes in dimension values e Ratio Top Movers IBM Tealeaf cxView customers can also track deviations in values for ratios between events and dimensions e Alerts on Top Movers IBM Tealeaf cxView users can create alerts that are based on Top Movers or reports by using Top Movers For more information about reporting top movers see the IBM CxImpact Tealeaf Reporting Guide Creating top movers reports For more information about creating top movers see the IBM Tealeaf CX Event Manager Manual Analyzing top movers reports For more information about reporting for top movers see the IBM Tealeaf CxImpact Reporting Guide Copyright IBM Corp 1999 2015 45 46 IBM Tealeaf cxView User s Manual Chapter 8 cxView administrative tasks In order to perform cxView administrative tasks you must have administrative permissions Migrating reports scorecards and dashboards If you are attempting to migrate reports scorecards and dashboards from one system to another Tealeaf recommends this workflow Procedure 1 Create Report Builder reports with all of the events you want to migrate e These reports must contain events that are used by any dashboards or scorecards that you want to migrate e These reports do not have to be actively used in your Tealeaf environment the purpose of creating these reports
45. ize the dashboard Procedure 1 Or PON D 9 In the Tealeaf Portal menu select Configure gt Dashboards Select Dashboards Click the Add Dashboard icon The Create Dashboard window is displayed Enter the Dashboard Name and click OK The dashboard is saved Select the Dashboard name you entered in the previous step and click Edit Dashboard The General tab is displayed Select the Tabs tab You are presented with a Default tab You can rename the Default tab if needed Click Edit Enter a new Tab Name e Click OK The tab name appears in the Tabs panel You can add another tab to the dashboard e Select Add Tab Enter the Tab Name e Click OK The tab name appears in the Tabs panel You can add any Existing Components to the Dashboard IBM Tealeaf cxView User s Manual e Click Add Component The Component Selector window is displayed e Select the component to add e Click Select The Component Selector window closes and the component is displayed in Red on the Layout panel e Repeat this step if you want to add another component e You can use the arrows to change the display order of the components 10 Click Save The configured dashboard is now displayed in the Dashboard panel Editing dashboards You can edit dashboards Procedure In the Tealeaf Portal menu select Configure gt Dashboards Select the Dashboard to edit Click the Edit Dashboard icon The Dashboard opens on the
46. l to be more frequent than the interval at which the data collection process is run is not useful By default data collection occurs every 5 minutes In this case component updates must not occur more frequently than a 5 minute interval for components that are containing completed session data only If the component references data from active sessions you can set the update interval to be more frequent than every5 minutes Depending on the configured component and the number of components in the dashboard there can be performance impacts Drilldown Available button is displayed in the component title bar Title bar links the button directly to the full report with the same parameters used to generate the component Dashboard component templates You can use the provided component templates as the basis for creating your own dashboard components Use a pre configured set of dashboard component templates to build your suite of dashboard components to include Portal report data in your dashboards You can find information about the dashboard component templates with their property descriptions Accessing dashboard component templates You can access component templates and use them to create your own dashboard components Procedure 1 From the Portal menu select Configure gt Dashboards The Dashboards screen is displayed In the left navigation panel click the Configuration category Select the Components link In the ma
47. n e HTTP 404 Not Found e HTTP 405 Method Not Allowed e HTTP 500 Internal Server Error HTTP USER AGENT e Googlebot Visit e MSNbot Visit Hit property exceeds threshold value e Large Page Size e Long Page Generation Time e Page Generation gt 5s Create this Boolean event to evaluate the output of the Page Generation Time event e Page Generation Time gt 10s Create this Boolean event to evaluate the output of the Page Generation Time event e Page Generation Time gt 15s Create this Boolean event to evaluate the output of the Page Generation Time event e Page Generation Time gt 20s Create this Boolean event to evaluate the output of the Page Generation Time event 0 sized response e Create Boolean event to detect value of the Session Response MB event is equal to 0 URL Note These events must be created for your specific web application to detect the URLs of the pages where these business functions are performed e Checkout Sign in e Checkout Billing and Shipping e Checkout Payment e Checkout Summary e Checkout Confirmation e Web Application 1 e Web Application Chapter 3 cxView KPI scorecards 27 28 HTTP REFERER e Came from Login Page Create this event to detect the value of the REFERRER item in the request that is indicating the login page of your web application e Came from shopping cart Create this event to detect the value of the REFERRER item in the request that is
48. n each step of a critical online business process against defined goals e KPI Scorecards automatically measure and score the health of online business services based on customers actual experiences e Dashboards are customizable and configurable enabling a personalized reporting framework for IBM Tealeaf data e Scorecard permissions are used to restrict the viewing of a particular scorecard to specific Portal user groups Selected user groups can see and select the scorecard on the Scorecard Report page e Top Movers reports act as an early warning system leveraging algorithmic discovery to automatically surface your site s highest impact sources of struggle so that you can quickly take action e Process grades are used to mark the overall rate of successful completion of a process You can assign letter grades that are based on the percentage of sessions It can be completed abandoned or failed in comparison to the total number of sessions that began the process cxView user administration IBM Tealeaf cxView provides user permission controls to manage users and groups which enables careful control over access to scorecards and dashboards User permissions and user group permissions can be configured if you need more information see the IBM Tealeaf cxImpact Administration Manual Additionally you can configure e Settings that apply specifically to scorecard and dashboard configuration and data retention e Global
49. nd then select a scorecard from the list displayed and click Select This can be a KPI scorecard or a Business Process scorecard e Tabs e Email Format 6 Enter the email address for the Recipients e To Cec e Bee 7 Click Save A message is displayed which states the schedule was successfully saved The schedule is listed in the Scorecard Schedules pane Purging KPI scorecard data If needed you can purge data for individual KPI scorecards About this task Purging scorecard data permanently deletes data specific to the selected scorecard Scorecard data is stored separately from base IBM Tealeaf cxImpact data which is unaffected by this operation If a fact is used by multiple scorecards its count data is not purged If the fact is used only for the selected scorecard all data that is associated with it is removed You can repopulate the scorecard by purging the scorecard data Set the Aggregation Date to an earlier date after you purge the data This action forces the reaggregation of all scorecard data that begins with that date If you do not repopulate the scorecard data is accumulated in the scorecard from the time when its data was purged onward Procedure In the Tealeaf Portal menu select Analyze gt Scorecards Select Data Management Click Purge Data Click lt Select a Scorecard gt Select the KPI scorecard and click Select To permanently delete the data for the selected scorecard click Purge Dat
50. ndicated whether the scorecard is active KPIs field names and field definitions This list contains the field names and field definitions for the KPIs tab e Title The title of the KPI e Base Activity The denominator for the KPI events This number is compared to the values of the KPI events It must have a count greater than or equal to the sum of the KPI event counts The rating for the KPI is the sum of the KPIs event counts divided by the base activity count Event The event to count as the denominator for the KPI To stop your event activity of session or pages counts use the Session Count or Hit Count event as the base activity in the denominator These events must be configured in the General tab to share report group same as the scorecard itself e Comparison to Previous This property identifies how to mark rating changes when you compare KPI scorecards for different time periods Increase is preferable If the current rating is higher than the previous rating it is marked with a green Up Arrow Decreases are marked with a red Down Arrow Desirable events such as purchase events must be marked in this manner IBM Tealeaf cxView User s Manual Decrease is preferable If the current rating is lower than the previous rating it is marked with a green Down Arrow Increases are marked with a red Up Arrow Undesirable events such as abandonment events must be marked in this manner Summary Calculation
51. ontains examples of data and reports used in daily business operations To illustrate them as completely as possible the examples include the names of individuals companies brands and products All of these names are fictitious and any similarity to the names and addresses used by an actual business enterprise is entirely coincidental COPYRIGHT LICENSE This information contains sample application programs in source language which illustrate programming techniques on various operating platforms You may copy modify and distribute these sample programs in any form without payment to IBM for the purposes of developing using marketing or distributing application programs conforming to the application programming interface for the operating platform for which the sample programs are written These examples have not been thoroughly tested under all conditions IBM therefore cannot guarantee or imply reliability serviceability or function of these programs The sample programs are provided AS IS without warranty of any kind IBM shall not be liable for any damages arising out of your use of the sample programs Trademarks IBM the IBM logo and ibm com are trademarks or registered trademarks of International Business Machines Corp registered in many jurisdictions worldwide Other product and service names might be trademarks of IBM or other companies A current list of IBM trademarks is available on the Web at Copyright and t
52. ple if you set the scorecard date back 32 days 32 daily aggregations 4 weekly aggregations and one monthly aggregation are performed Before you roll back the scorecard date you must verify that the Scorecard tables contain data for all intervals that are reaggregated For example if your Scorecard tables contain only six days of data Now setting the scorecard date back 32 days results in all weekly and monthly aggregations to be based on empty data After the scorecard date is reset when the scorecard data for that interval is next processed Tealeaf effectively recalculates the scorecard data from that date forward After a scorecard definition is changed by adding or removing events previously calculated data becomes invalid Procedure 1 Select Configure gt Scorecards from the Tealeaf Portal menu The Scorecard Configuration page is displayed Click the Data Management link Click Aggregation Dates The dates of the most recent scorecard aggregation runs are displayed in the right panel Set the new Date Click Save Business process examples Use these examples to help understand a scenario for creating business process in cxView Business process example creating a business process In this example you want to define a commonly encountered business process order placement In this example the business process is defined as follows Chapter 2 cxView business process scorecards 13 14 Process Steps
53. r features discussed in this document in other countries Consult your local IBM representative for information on the products and services currently available in your area Any reference to an IBM product program or service is not intended to state or imply that only that IBM product program or service may be used Any functionally equivalent product program or service that does not infringe any IBM intellectual property right may be used instead However it is the user s responsibility to evaluate and verify the operation of any non IBM product program or service IBM may have patents or pending patent applications covering subject matter described in this document The furnishing of this document does not grant you any license to these patents You can send license inquiries in writing to IBM Director of Licensing IBM Corporation North Castle Drive Armonk NY 10504 1785 U S A For license inquiries regarding double byte DBCS information contact the IBM Intellectual Property Department in your country or send inquiries in writing to Intellectual Property Licensing Legal and Intellectual Property Law IBM Japan Ltd 19 21 Nihonbashi Hakozakicho Chuo ku Tokyo 103 8510 Japan The following paragraph does not apply to the United Kingdom or any other country where such provisions are inconsistent with local law INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS PUBLICATION AS IS WITHOUT WARRANTY OF ANY KIND EITHER EXP
54. rademark information at www ibm com legal copytrade shtml 50 IBM Tealeaf cxView User s Manual Privacy Policy Considerations IBM Software products including software as a service solutions Software Offerings may use cookies or other technologies to collect product usage information to help improve the end user experience to tailor interactions with the end user or for other purposes A cookie is a piece of data that a web site can send to your browser which may then be stored on your computer as a tag that identifies your computer In many cases no personal information is collected by these cookies If a Software Offering you are using enables you to collect personal information through cookies and similar technologies we inform you about the specifics below Depending upon the configurations deployed this Software Offering may use session and persistent cookies that collect each user s user name and other personal information for purposes of session management enhanced user usability or other usage tracking or functional purposes These cookies can be disabled but disabling them will also eliminate the functionality they enable Various jurisdictions regulate the collection of personal information through cookies and similar technologies If the configurations deployed for this Software Offering provide you as customer the ability to collect personal information from end users via cookies and other technologies you should
55. riods Based on this selection the calendar selects ranges of the appropriate size Business process scorecard field definitions If you need more information about populating fields while working with Business Process scorecards you can find them here General field names and field definitions This list contains the field names and field definitions for the General tab Title The title of the scorecard Report Group By default a newly created scorecard is assigned to the No Dimension Report Group report group If the scorecard is configured to use the No Dimension Report Group report group then no additional dimension filtration can be applied on the report since all events share this report group by default Dimension If the scorecard is configured to use the No Dimension Report Group report group then no additional dimension filtration can be applied on the report since all events share this report group by default Automatically Calculate Abandonment Sets the scorecard to calculate abandonment based on the difference in step counts step 2 vs step 1 Permissions field names and field definitions This list contains the field names and field definitions for the Permissions tab Title The title of the scorecard Base Activity Denominator used for KPI scorecard calculations Goal Displays the purpose only the desired score percentage for the metric Events List of events View Alias Each event
56. rocess examples 13 Business process example creating a business process 13 Business process example processing web pages 14 Business process example checkout process scorecard i 15 Business process example checkout process scorecard with advanced abandonment 15 Business process example new user registration 16 Business process example insurance policy purchase 16 Chapter 3 cxView KPI scorecards 17 KPI scorecards overview 2 LZ KPI scorecard terminology 17 Scorecard toolbar 18 What is a weighted KPI ealeulations 18 What is an unweighted KPI calculations 19 Example Event counts and weighting in KPI scorecards 19 KPI scorecard field definitions 20 Scorecard scheduling field definitions 21 KPI scorecards management 22 Viewing KPI scorecards 23 Creating KPI scorecards Wey Editing KPI scorecards s 293 Deleting KPI scorecards 24 Exporting KPI scorecards as a report 24 Exporting scorecards as a report on a schedule 24 Purging KPI scorecard data 25 Viewing scorecards aggregation dates 2875 Rolling back scorecards aggregation dates 26 Copyright IBM Corp 1999 2015 KPI examples KPI scorecard events ued retail shopping site KPI scorecard example KPI scorecard example KPI scorecard example KPI scorecard example KPI scorecard example time KPI scorecard example checkout checkout errors spiders a transaction failures unaccept
57. rocess scorecard data is displayed 5 Update the fields in any of the tabs 6 Click Save Deleting business process scorecards You can delete Business Process scorecards You must have permission to delete Procedure 1 In the Tealeaf Portal menu select Configure gt Scorecards 2 In the Configuration pane click Scorecards The list of available Business Process scorecards is displayed 3 Select the Business Process scorecard that you want to delete 4 Click Delete 5 Confirm that you want to delete the scorecard Click OK The Business Process scorecard is deleted Exporting business process scorecards as a report After you create business process scorecards you can create scorecard reports based what is currently displayed in the browser The scorecard reports can be downloaded or emailed Procedure OV e o INS In the Tealeaf Portal menu select Analyze gt Scorecards Click the Open icon The Scorecard Selector is displayed Expand Scorecards Select the scorecard Click Export Report Select either Excel PDF or Email e For Excel you can download or save the file e For PDF you can download or save the file e For Email you need to select either PDF Excel or HTML and then enter a Message and enter Recipients Click Send Chapter 2 cxView business process scorecards 11 Exporting scorecards as a report on a schedule After you create KPI or Business process scorecards you can create scorecard
58. rocess scorecards e Create new Business Process scorecards e Edit existing Business Process scorecards e Delete existing Business Process scorecards e Export existing Business Process scorecards e Export existing Business Process scorecards as report on a schedule You must have permission to perform any tasks associated with Business Process scorecards A process scorecard is based on defined steps for processes on your site A typical example is the checkout process for a retail site in which each step is monitored by a pre defined Tealeaf event For each step absolute numbers of visitors are counted and a conversion rate is calculated A grade can be associated with the conversion rate Business process scorecard terminology Term Definition Abandon Step An event or a set of events that represents abandonment of a business process by the visitor For example a request from the visitor s web browser for the Order Canceled page signifies the abandonment of an order placement process Copyright IBM Corp 1999 2015 6 Availability Measure of the percentage of all occurrences of a functional unit usage on the website when it responded normally Timeouts missing pages and other errors render a web application less than 100 percent available to its users Business Process A coherent unit of a workflow that is meaningful in a business sense Examples include placing an order for products at an online shopping site or regist
59. s The following limitations apply to importing report templates If an item in a report such as an event dimension or the report itself exists in the destination system it is used as is and is not updated This comparison is based on internal identifiers instead of display names The report import feature does not provide full support for any scorecards or reports that reference specific dimension values You cannot remap events that are used by a report during the import process You cannot map a report template that is imported to an existing report in the destination system If five template imports reference a single report they reference the single instance that is created by the first template import After you import a report template you cannot re import it to overwrite the previous version You must delete the report in the destination system before you attempt to re import it The ability to import report templates is governed by the Default Allow Report Template Import permission at the group level and the Allow Report Template Import permission at the individual user level Importing dashboard report templates You can import report templates for dashboards Before you can import a dashboard template you must have created one Procedure 1 select Configure gt Dashboards in the Portal menu 2 Click the Report Templates category 3 Click Import Template 4 Click Browse 5 Go to your local environment
60. seek your own legal advice about any laws applicable to such data collection including any requirements for providing notice and consent where appropriate IBM requires that Clients 1 provide a clear and conspicuous link to Customer s website terms of use e g privacy policy which includes a link to IBM s and Client s data collection and use practices 2 notify that cookies and clear gifs web beacons are being placed on the visitor s computer by IBM on the Client s behalf along with an explanation of the purpose of such technology and 3 to the extent required by law obtain consent from website visitors prior to the placement of cookies and clear gifs web beacons placed by Client or IBM on Client s behalf on website visitor s devices For more information about the use of various technologies including cookies for these purposes See IBM s Online Privacy Statement at http www ibm com privacy details us en section entitled Cookies Web Beacons and Other Technologies Notices 51 52 IBM Tealeaf cxView User s Manual Printed in USA
61. settings that apply to all Tealeaf scorecards in the system IBM Tealeaf documentation and help 2 IBM Tealeaf provides documentation and help for users developers and administrators Viewing product documentation All IBM Tealeaf product documentation is available at the following website https tealeaf support ibmcloud com Use the information in the following table to view the product documentation for IBM Tealeaf IBM Tealeaf cxView User s Manual Table 1 Getting help To view Do this Product documentation On the IBM Tealeaf portal go to gt Product Documentation IBM Tealeaf Knowledge Center On the IBM Tealeaf portal go to gt Product Documentation and select IBM Tealeaf Customer Experience in the ExperienceOne Knowledge Center Help for a page on the IBM Tealeaf Portal On the IBM Tealeaf portal go to gt Help for This Page Help for IBM Tealeaf CX PCA On the IBM Tealeaf CX PCA web interface select Guide to access the IBM Tealeaf CX PCA Manual Available documents for IBM Tealeaf products The following table is a list of available documents for all IBM Tealeaf products Table 2 Available documentation for IBM Tealeaf products IBM Tealeaf products Available documents IBM Tealeaf CX IBM Tealeaf Customer Experience Overview Guide IBM Tealeaf CX Client Framework Data Integration Guide IBM Tealeaf CX Configuration Manual
62. ted and stored in the database Dashboard schedule field definitions If you need more information about populating fields while creating dashboard schedules you can find them here General field names and field definitions This list contains the field names and field definitions for the General tab Active Click the check box to enable the dashboard schedule e Description This description is displayed in the Portal e Schedule Schedule the dashboard by type Daily Select the days of the week when the dashboard is to be processed Weekly Select the single day of the week when the dashboard is to be processed Monthly From the drop down select the day of the month when the dashboard is to be processed e Send At Select the time when the dashboard is processed and delivered Time is based on the Tealeaf system time zone IBM Tealeaf cxView User s Manual Focus Day Offset Optionally you can configure the number of days before the date of execution that you would like to define as today in the dashboard For example you might configure a dashboard to be processed Tuesday morning to delivers Monday s data to users In this case you would set the offset value to 1 Language Select the language to use in the dashboard from the drop down Recipients Enter a comma separated list of email addresses or aliases to whom to send the dashboard Dashboard Click the link to select the dashboard to send Select th
63. tionally you can configure the number of days before the date of execution that you would like to define as today in the scorecard For example you might configure a scorecard to be run Tuesday morning to delivers Monday s data to users In this case you would set the offset value to 1 Language Select the language to use in the scorecard from the drop down Recipients Enter a comma separated list of email addresses or aliases to whom to send the scorecard Scorecard Click the link to select the scorecard to send Select the scorecard and click Select Data Interval Select the scorecard with reporting period from the drop down list The period is defined relative to the date of the scorecard execution factoring the Focus Date Offset For example a scorecard that runs on Sunday evening with an offset of three days with a Date Period of Week delivers scorecard data from the previous Thursday back to the Thursday before it Compare Click this check box to include the preceding Data Interval in the report Email Format Select the format in which to send the dashboard PDF HTML or Excel readable XML Excel XML History field names and field definitions This list contains the field names and field definitions for the History tab Created At Time stamp for when the schedule was created Scheduled At Time stamp for next execution of the schedule Log Level Success or failure of the scheduled report Message D
64. tionally a comparison date range for the scorecard 04705 2010 v Open Open a selected scorecard Schedule Snapshot Schedule a snapshot of the scorecard for delivery to selected recipients through email Export Report Export the currently configured scorecard to Excel or PDF Add to Dashboard Add the current scorecard to a selected dashboard tab DE Period Select the period for the scorecard which determines what data period to use for the aggregated data counts in daily weekly monthly or quarterly periods Based on this selection the calendar selects ranges of the appropriate size Period Day hd What is a weighted KPI calculations For weighted KPI calculations the base weight of each KPI is factored against the weighted counts of each KPI by using the following formulas Here are the formulas base weight 100 of KPI events The weighted count is calculated by using the user defined weights as a ratio to the base weight as in the following formula weighted count event count event weight base weight The rating for each KPI event is then calculated as follows grade rating sum of weighted counts base activity count In the table below each row represents the KPI calculation for each type of Summary Calculation for the Weighted values In the previous example the count for Event5 is set to 0 which factors into the following average calculations 18 IBM
65. tus reports on System Active Canister DeCoupleEx and Status Storage aspects of the Tealeaf system Technical IBM Tealeaf cx View This dashboard provides detail Site Metrics reports on current user session and page level data IBM Tealeaf IBM Tealeaf cxReveal For IBM Tealeaf cxReveal executives cxReveal and managers this dashboard Executive provides insight into IBM Tealeaf Dashboard cxReveal user searches and replays Dashboard report data The Tealeaf Data Collector polls each Canister for session data to aggregate and store in the appropriate databases Typically the Data Collector polls at 5 minute intervals When a scorecard or dashboard is queried this aggregated data is used to populate the report The Data Collector requires access to all Canisters in the Tealeaf environment and all Canisters must be receiving data If an active canister is not receiving data or cannot be reached because of network interruption the data collector fails the data collection process It happens as running a partial collection corrupts the reports that use it All Tealeaf Canisters must be receiving session data and must be accessible over the network If any canister is unavailable or not receiving data report data collection is suspended Scorecards and dashboards are not updated with new data until the problem is fixed When collection resumes reports are not updated until all spooled canister data is collected aggrega
66. u want to delete Click the Delete icon Confirm that you want to delete the scorecard Click OK The KPI scorecard is deleted Exporting KPI scorecards as a report After you create scorecards you can create scorecard reports based what is currently displayed in the browser The scorecard reports can be downloaded or emailed Procedure oar on In the Tealeaf Portal menu select Analyze gt Scorecards Click the Open icon The Scorecard Selector is displayed Expand KPI Scorecards Select the KPI scorecard Click Export Report Select either Excel PDF or Email e For Excel you can download or save the file e For PDF you can download or save the file e For Email you need to select either PDF Excel or HTML and then enter a Message and enter Recipients Click Send Exporting scorecards as a report on a schedule After you create KPI or Business process scorecards you can create scorecard reports based on a schedule These scorecard reports are delivered to specific email addresses as Excel PDF or HTML based on the schedule Procedure i 2 3 4 In the Tealeaf Portal menu select Configure gt Scorecards Click Scorecard Schedules Click lt Create Schedule gt The General tab is displayed Select the Scheduling data IBM Tealeaf cxView User s Manual e Daily Weekly or Monthly e Send At e Focus Day Offset Language 5 Select the Options e lt Select a scorecard gt click this a
67. uide IBM Tealeaf cxVerify User s Guide IBM Tealeaf cxView User s Guide IBM Tealeaf CX Mobile IBM Tealeaf CX Mobile Android Logging Framework Guide IBM Tealeaf Android Logging Framework Release Notes IBM Tealeaf CX Mobile Administration Manual IBM Tealeaf CX Mobile User Manual IBM Tealeaf CX Mobile iOS Logging Framework Guide IBM Tealeaf iOS Logging Framework Release Notes IBM Tealeaf cxView User s Manual Chapter 2 cxView business process scorecards Business Process Scorecards automatically measure and score overall success abandonment and failure rates across and within each step of a critical online business process against defined goals Business process scorecards overview Business Process scorecards are used to review business process events The Process scorecard summary displays the counts for the selected process e Starts e Completions e Abandonments Failures If abandonment and failure events are configured the appropriate percentages are displayed on the Success Rate Indicators graph The grades for each process are displayed with the associated rating The counts for each individual step are displayed along with the conversion rate from the previous step The grades for each process are displayed with the associated rating The counts for each individual step are displayed along with the conversion rate from the previous step You can e View Business P
68. unweighted percentage is calculated by the following formula for each event 1 Number of events In our example this calculation is 1 5 or 20 for each type of event Chapter 3 cxView KPI scorecards 19 20 In the Weighted column example weights are applied for each event These weights are as part of creating the KPI scorecard Note The sum of all weights for the KPI must equal 100 Table 7 Event Counts and Weighting Event Event Count Unweighted Weighted ID Eventl 10 20 50 Event2 8 20 20 Event3 6 20 10 Event4 4 20 10 Event5 0 20 10 KPI scorecard field definitions If you need more information about populating fields while working with KPI scorecards you can find them here General field names and field definitions This list contains the field names and field definitions for the General tab e Title The title of the KPI e Report Group By default a newly created scorecard is assigned to the No Dimension Report Group report group If the scorecard is configured to use the No Dimension Report Group report group then no additional dimension filtration can be applied on the report since all events share this report group by default e Dimension If the scorecard is configured to use the No Dimension Report Group report group then no additional dimension filtration can be applied on the report since all events share this report group by default e Active I
69. utomatically grade business processes usability indicators and application health metrics against defined business goals e Executive dashboards display reports and scorecards in simple and viable management level views e Packaged community based templates allow you to accelerate the time to value of IBM Tealeaf Customer Experience Management CEM best practices for specific verticals e Scheduled HTML e mail reports with daily weekly or monthly delivery options IBM Tealeaf cxView benefits include e Proactively managing your online channel using customer experience metrics struggle scores and KPIs e Gaining real time awareness into the highest impact struggle sources on your site e Preserving and recovering revenue by effectively identifying obstacles that affect site success rates e Aligning business and IT by properly prioritizing Web site issues for remediation based on business impact e Providing simple and viable visibility to executive management and key stakeholders Copyright IBM Corp 1999 2015 1 cxView terminology You may need to know some of the terminology associated with cxView The following is common terminology used in cxView e Scorecards enable you to track the health of key functional areas of your site There are two types of scorecards Business Process and KPI e Business Process Scorecards automatically measure and score overall success abandonment and failure rates across and withi
70. vailability group by using the five page specific all errors events and weight them by the importance of each page These weights can be used to define the availability letter grade For example the grading weights can be HTTP error code on addtobasket jsp OR getsavedbasket jsp 5 HTTP error code on checkout jsp 20 HTTP error code on shipping jsp 10 HTTP error code on confirm jsp 15 HTTP error code on ordercompleted jsp 50 KPI scorecard example checkout errors Define the following KPI groups Checkout Errors Global Error Page in Checkout 0 sized response in Checkout Page Generation Time gt 5s in Checkout Page Generation Time gt 10s in Checkout Page Generation Time gt 15s in Checkout Page Generation Time gt 20s in Checkout Checkout Paths Came to Billing page from shopping cart Came to Billing page sign in through login KPI scorecard example spiders Define the following KPI groups Spider Visits e Googlebot Visit e MSNbot Visit KPI scorecard example transaction failures Define the following KPI groups Chapter 3 cxView KPI scorecards 29 30 Credit Card Failures Credit Card Declined Credit Card Number Invalid Credit Card Zip Code Mismatch KPI scorecard example unacceptable response time Define the following KPI groups Response Time Errors Page Generation Time gt 5s Page Generation Time gt 10s Page Generation Time gt 15s Page Generation Time gt 20s KP
71. wn Process Steps The sequence of steps in the process is defined by events that detect the following pages of the application e Policy Holder Information e Insured Party Details e Review e Notices e Payment Information e Payment Method e Confirmation e Policy Welcome Abandonment Step Create an End of Session event that is composed of events 1 AND NOT 8 AND NOT 6 Failure Step Create an End of Session event that is composed of Events 1 AND 7 AND Global Error Page AND NOT 8 IBM Tealeaf cxView User s Manual Chapter 3 cxView KPI scorecards KPI scorecards measure key performance indicators and score the health of online business services that are based on visitors actual experiences KPI scorecards overview KPI scorecards are used to measure the relationship between event counts and a baseline count These counts include the number of sessions number of page views or another event count Each KPI scorecard can have any number of individual defined KPIs each containing a list of events to report their grades and the base count KPI scorecards typically show how values or ratios are comparing to your site s predefined scoring model For example values such as the number of page views or ratios such as conversion rates can be represented in chart form Ratios such as conversion rates across time can be displayed in pie charts bar charts and other representations You can e View KPI scorecards e Create

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